Key Industries
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Recent Tips and Posts
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Create Your Own “Fan Guide” – 12/17/13 TOW
Benchmarking is a wonderful thing. Airlines learn how to turnaround flights faster by watching NASCAR pit crews. Businesses learn how to create engaging employees by watching the Disney experience. In keeping with this theme, here’s a benchmarking exercise for you. Let’s look at the “A-Z Fan Guide” from a sports organization. One of our pro […]
ACA/Obamacare Emphasizes the Patient Experience…for Physicians
According to the article Physician Practices Seek Patient Satisfaction Surveys As Obamacare Emerges, payments for physician practices could be based in part on the patient experience – similar to what’s already happening for hospitals and home health providers. “If you look at today’s environment under the ACA, patient experience is going to become more important,” […]
Customer Service of the Future…in Government
About 1/3rd of the most memorable customer service encounters in government are negative. Does that number seem low? Well keep in mind that the statistic was taken from a survey of employees of Federal, State, and Local governments, and even the sub-50% number from employees still isn’t positive. But this GovLoop survey was more focused […]
